Service Standards
Information about the our Customer Charter and Service Standards.
Customer Charter
Customer Focus
- We will provide a friendly, positive and professional communication.
- We are committed to meeting your needs to the highest possible standard.
- You will be presented with a pleasant, welcoming environment when you arrive.
- We will hold your personal information in the strictest confidence.
Always Improving
- We welcome all feedback, concerns and suggestions and use these within our development of our services.
- We always examine ways to improve the service we provide and rectify any mistakes so they do not happen again.
What we ask of you
- You show courtesy to our staff and other users.
- Help us protect our collections by following the Reading Room Regulations.
- Help us to improve by giving us your views and suggestions.
Service Standards
- Email enquiries receive an acknowledgment response within 1 working day.
- 85% of enquiries receive a full response within 20 working days.
- 85% of Digital Imaging orders are complete within 20 working days of payment.
- 85% of requests for collection-based seminars are accommodated.
Results
| Standard | 2022/23 | 2021/22 | 2020/21 | 2019/20 |
| 1. Email enquiries receive an acknowledgment response within 1 working day. | 100% | 100% | 100% | 100% |
| 2. 85% of enquiries receive a full response within 20 working days. | TBC | 96% | 85% | 94.5% |
| 3. 85% of Digital Imaging orders are complete within 20 working days of payment. | N/A | N/A | N/A | 74% |
| 4. 85% of requests for collection-based seminars are accommodated. | 100% | 100% | N/A | 100% |
| 5. We will provide a friendly, positive and professional service. | 100% | 100% | 100% | 100% |
| 6. We are committed to meeting your needs to the highest possible standard. | 100% | 100% | 100% | 100% |
| 7. You will be presented with a pleasant, welcoming environment when you arrive. | 100% | 100% | 100% | 99% |
Please could evening opening hours be extended to include vacation periods
In September 2021 opening hours were revised so that evening opening hours on Tuesdays and Wednesdays are now year-round.
It would be good to have a listed catalogue so that you don't need to know what you are looking for, but can look through archive collections relevant to your research
In January 2019 the Archives Team created a new webpage that allows users to explore the collections thematically, and provides a list of key collections with links to the full catalogue records.
Please allow water inside the Reading Room or at least have a water fountain
Unfortunately we cannot allow water in the reading room due to the risk to collections, however we have now installed a water fountain near the CRC reception area so that users have easy access to drinking water.
It is frustrating when collections are closed due to data protection legislation or I have to wait for decision about accessing potentially sensitive material
CRC staff have an obligation to protect personal data of living persons that may be contained in our archives. However we have now implemented new systems that allow for a more efficient screening process that means we can confirm open / closure information for researchers more quickly. The changes have included:
- Introduction of a Duty Archivist system that means there is dedicated resource each week to look at requests for material screened under data protection
- More comprehensive screening records to allow user services staff to provide accurate advice about whether a collection is accessible
- Introduction of new procedures for individuals undertaking research projects that takes in to consideration the researcher's ethical duties
All processes are approved by the University's Data Protection Officer and abide by the University's policy.
Why can't we find everything on DiscoverEd?
We frequently find that users are searching for archive and manuscript items on DiscoverEd. These are catalogued using an archives cataloguing platform and can be searched online: https://archives.collections.ed.ac.uk/
Throughout the academic year, the CRC uses a variety of tools and techniques to gain insight and understanding to help us improve our services. The main methods are outline below:
| Method | Frequency | Purpose |
|---|---|---|
| Reading Room Survey | Twice a year | Gain detailed understanding and feedback regarding services and facilities for users who visit the CRC in person. |
| Remote User Survey | Once a year | Gain detailed understading and feedback regarding services for remote users, i.e. those who contact us with enquiries or digitisation order but do not necessarily visit in person. |
| Customer Journey Mapping | Once a year | Examine how users interact with our discovery platforms (e.g. DiscoverEd, Archives Online, Collections.ed) to provide evidence for improvements to systems and processes. The process involves setting a series of tasks and receiving feedback on how those tasks were completed, and how the experience could have been improved. |
| Feedback | Constant | We provide a range of feedback methods. |
| Exhibition Evaluation Forms | Per Exhibition | We invite visitors to the Exhibition Gallery to complete evaluation forms about their visitor experience. This evidence contributes to future exhibitions planning. |
| Project & Strategy Consultation | Per Project / Strategy | For specific projects or strategic reviews, we undertake intensive consultation with relevant individuals in the form of interviews and surveys. |
Success Measures
|
We will provide a friendly, positive and professional service. |
>85% of responses select ‘Satisfied’ or ‘Strongly Satisfied’ in CRC surveys relating to ‘Availability of our staff’, ‘Attitude of staff’ |
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We are committed to meeting your needs to the highest possible standard. |
>85% of responses select ‘Satisfied’ or ‘Strongly Satisfied’ in CRC surveys relating to ‘Quality of staff’s advice’ |
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You will be presented with a pleasant, welcoming environment when you arrive. |
>85% of responses select ‘Satisfied’ or ‘Strongly Satisfied’ in CRC surveys relating to access and facilities. |
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We will hold your personal information in the strictest confidence. |
GDPR Privacy Notices and retention schedules. |
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We welcome all feedback, concerns and suggestions and use these within our development of our services. |
We enable users to provide feedback and comments, or to make complaints, in the following ways: in person (including feedback forms) or online (https://edin.ac/2UEpGau). |
|
We always examine ways to improve the service we provide and rectify any mistakes so they do not happen again. |
We will provide information to users about improvements made in response to their feedback or complaints; an Equality Impact Assessment will be carried out for all service changes. |
|
Email enquiries receive an acknowledgment response within 1 working day. |
In April 2019 the CRC enquiries system moved to Unidesk, ensuring that all enquiries receive an automated response with information that may be of use. |
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85% of enquiries receive a full response within 20 working days. |
Quarterly reporting through Unidesk will provide details of the rate of success, with annual results published online. |
|
85% of Digital Imaging orders are complete within 20 working days of payment. |
A sample of turnaround times over a period of three months each year will be measured against this element. |
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85% of requests for collection-based seminars are accommodated. |
Quarterly reporting through Unidesk will provide details of the rate of success, with annual results published online. |